Support and FAQ
We are here to help! Our support is easily reached through an online portal which is available for you 24/7. During office hours, you can also reach our support by phone.
AP Automation for your
peace of mind- we got this.
This is how our customers judge our support service
After every support case we send out a short survey. In the chart below you find the results from past month – data from Rillion’s customers and users world-wide. Results are updated first working day every month.
Customer portal4352
Number of answers
Result in percentage
93.1%
Positive rating in %
3.2%
Neutral rating in %
3.7%
Negative rating in %
We Are Ready to Help
We know that assistance when you need it is a top priority. Which is why we have invested in our Support and Service team. With an average tenure of 6 years we have a knowledgeable and committed staff who will help you when you need it most.
Global support function with local contact center
Our support is staffed with system specialists who have significant experience working with Rillion and a wide range of ERPs. We have a global support organization with local teams, which means that your contact with the support staff takes place in your own time zone. We support English and all Nordic languages.
Support and Development work closely together
Our R&D and Engineering team is globally based with a core group residing in the Nordics. This diverse background allows us to optimize our software development by market, segment and industry.
How does it work for customers and users?
All new Rillion customers get training on how to use their AP solution in the best way. A standard training is included for all new customers as part of the on-boarding, and extra training hours can be purchased.
In general, 2-3 Admins with Support Permissions from the customer organization participates in the training. After the onboarding, they will cover internal user support (first line support).
Rillion’s support team covers the second line support, i.e. questions from the trained Admins of each customer. Rillion also possess resources for 3rd and 4th line support inhouse, i.e. software specialists and developers, in case that’s required.
FAQ
Is support included in the software investment?
Yes, Support is included. Customers may choose their level of support. Enhanced support options are available at an additional charge.
How do I get in touch with Rillion’s support?
We offer support by a Ticketing System. As a Rillion customer you will be asked to register a ticket in our online support portal or send an email, depending on which Rillion solution you use and/or which geographic area you work from. During office hours you can also reach out to our local support teams (USA, Sweden, Finland) by phone. See contact details
How do I get access to the support portal?
As a new customer, 2-3 persons from the customer organization will receive training from our Professional Services teams. When the training is completed, these persons, “Rillion Admins with Support Permissions”, will get personal user accounts to our support portal. In the event that you change Admin with Support Permissions, an existing Admin can request an addition or subtraction of permissions.
I am using Rillion via my accounting agency. How can I get support?
Please contact your accounting agency. In case they cannot solve your problem, they can reach out to Rillion’s 2nd and 3rd line support.
I am here as a Customer or Partner
Hi! Nice to see you!
Would you like to get in touch with our Support?
Rillion One / Centsoft Customers:
North America
The easiest way reach out to our support is by registering a ticket in our online support portal – which is available 24/7. You need a username and password to log in.
In case you have problems logging in to the portal and/or have forgotten your user account id, you are welcome to call or email the US support team during office hours:
onesupport@rillion.com
+1 773 887 6100
The Nordics / EMEA
Please register your support ticket by sending an email: onesupport@rillion.com
You can also reach us by phone Monday-Friday, during Swedish office hours (CET / CEST).
Scandinavia/EMEA: +46 10 198 97 00
Do you have other questions or thoughts in mind?
Sales and contract related questions
- Would you like to add features to your existing Rillion solution?
- Do you need to increase your current license/subscription?
- Do you have a question regarding your current agreement with Rillion?
Then please get in touch by e-mail:
Sales Operations salesoperations@rillion.com
For billing related questions
Send an email to finance@rillion.com
Don’t take our word for it
"I like that with Rillion you see a pie chart of the expenses. So each month I can see that at a quick glance."
Nikki Milian | Smiles First
"What Rillion provides is great for what I need, and it has all the tools that I need in order to process all invoices and get them approved in line with my project managers and my account payables."
Adrian Galvin | VMG Construction
"We manage nearly 300 solar sites. Each solar farm is its own company, and each installation has its own tax implications with our investors. We’re using Rillion for the audit function, to handle enquiries for all of these accounts."
Gerry Trejo | Cypress Creek
"We searched for a flexible purchase-to-pay solution that could help us control purchasing, and secure supplier loyalty, that would also live up to our internal authorization framework."
Eva Petré-Rege | Coor Service Management
"With our contracts being matched to vendor invoices for over 300 locations, Rillion has reduced our manual workload and really optimized our AP operations."
Carrie Self CPA | Tacala